Customer Oversight Analyst

Customer Oversight Analyst

Salary: Up to £35,000 dependent on skills and experience

12-month Fixed Term Contract

Hybrid working (office based in Birmingham) – Currently 2 days in the office per week

Closing Date: 18/12/2025

As a proud mutual since 1841, Wesleyan is committed to creating brighter financial futures for our customers and members. We specialise in providing financial services to some of the nation’s most trusted professions: GPs, hospital doctors, dentists, and teachers.

To find out more about what we do, visit our website: https://www.wesleyan.co.uk/about

We are proud supporters of the ABI Making Flexible Work campaign which means we are open to discuss flexible working, job shares and part time options.

Your role:

We’re building a brand-new team and laying the foundations for success, and we need a Customer Oversight Analyst to help us make it happen. This is your chance to shape the way we manage relationships with SS&C and create a customer experience that truly delivers.

You’ll take ownership of risk and control activities across the entire journey, ensuring our outsource partner meets performance standards and delivers great outcomes.

Through detailed analysis and quality assurance, you’ll keep data accurate, messaging clear, and every interaction aligned with Consumer Duty. If you’re ready to dive in and help build something exceptional, we’d love to hear from you!

What you’ll be doing:

• Support the Customer Outcomes Manager in day-to-day activities including the assessment, input and preparation of data and reports required for committees, and presenting at these committees as appropriate
• Carry out analysis and comparison to ensure accuracy of data and clarity of messaging to customer (in line with Consumer Duty)
• Interact with TCS and other parts of Wesleyan to resolve queries and issues
• Perform calculation checks of statements and undertake calculations checks for complex calculations
• Periodic assessment of Supplier risks and controls, and review of Supplier processes and policies, as well as client facing documentation (application forms/KFD/T&Cs)
• Maintain professional working relationships with the Supplier and other impacted business units and third-party suppliers as appropriate
• Analyse complaints and breach data, including root cause analysis and ensuring that countermeasures are successfully identified and escalated appropriately
• Log and facilitate as appropriate customer/stakeholder experience improvements through feedback

We’re looking for:

• Previous experienced working within a Financial Services operation, with a strong understanding of FCA Consumer Duty, financial regulations, and compliance standards.
• Experience of working with quality assurance methodologies and tools including; process assessments and compliance checks, root cause analysis techniques, and experience of applying these in a business environment
• Strong operational oversight skills, including escalation resolution and process optimisation.
• Holds a Certificate in Regulated Financial Services Operations or is committed to achieving one within 24 months of starting the role
• Well organised and proactive, able to work under pressure in a high pace environment, prioritise whilst managing expectations against tight deadlines
• Deep knowledge of legacy financial products and experience resolving related customer complaints.
• Strong numerical and problem-solving skills for conducting and verifying complex calculations.
• Must be a team player and able to work collaboratively with and through others.
• Experience of building stakeholder relationships, working across cross-functional teams and external third parties.

Benefits:

• Annual Performance based Bonus – based on a mixture of company and personal performance
• 28 days annual leave (plus 1 additional “culture day” & bank holidays) – increases to 30 days with 5 years’ service
• Company pension scheme – matched plus 2% (up to 10%)
• Free secure underground Birmingham city centre parking (available on weekends for personal use – subject to availability)
• Cashback and discounts on major brands in retail, leisure, health, and wellbeing
• Enhanced maternity & paternity pay
• 2 volunteering days per year

To find out more about some of the great benefits Wesleyan offer, visit our careers page: https://careers.wesleyan.co.uk/applicantPortal/rewards

What to know before applying:

Equal Opportunities: Wesleyan are an equal opportunities employer. We know the best teams are made up of inclusive groups of diverse people where everyone’s contribution counts, and we believe everyone has the right to proudly be themselves. We’re building a culture where difference is actively encouraged and simply recruit the best people for the job irrespective of lifestyle, life history and life choices.

Reasonable Adjustments: We understand that there are a wide range of reasons that you may require reasonable adjustments to the recruitment process- please let us know in your application how we can best support you.

VISA Sponsorship: We are unable to provide VISA sponsorship, and therefore cannot employ anyone who does not have the legal right to live and work in the UK – within our recruitment process you will be asked to provide evidence of your Right to Work.

Advert Closing: We typically advertise for two weeks, though we reserve the right to close adverts early if we receive a high volume of applications; we would therefore recommend an early application if you’d like to be considered for our opportunities.

Regulatory Requirements: Please note this is role is subject to regulatory requirements. As a financial services organisation we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect the Wesleyan Group and our customers. Relevant checks and assessments will be carried out during the recruitment process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR) or the Insurance Distribution Directive Please note a criminal record check and credit check will apply and this role is also subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy).